Skip to main content

Discuss Gainsight Products

Ask questions, find answers and help others get the most out of all the Gainsight products

7738 Topics
P
patlimaContributor ⭐️
asked in Customer Success (CS)
Consolidatioon name - My Total # of Customers - Breakdown

Hello1When looking at My Total # of Customers - Breakdown I noticed that the CIP customer reported twice with different names. I want to ask for their consolidation, how should I do it? Regards,Patricia Dos Santos de LimaAdvisory Customer Success Manager Architect, IBM Technology, BrazilGlobal Markets - Customer Success ManagementFone: 11 97100-1879

420
Aman Jha
1 year ago
Sruthimalla
SruthimallaGainsight Employee ⭐️⭐️
published in Product Experience (PX)
Everything you need to know about the NEW KC BOTS!

If you’ve logged in to Gainsight PX recently, you’ve likely seen our new and improved onboarding KC Bot experience!We are thrilled with the positive response and feedback on the newly launched KC bot. One common question we’ve received is how we added imagery and video to the bot using article cards, shown below:Multi-images in card viewIn this article, we would like to share how our team determined our strategy, organised our content, and innovated our KC Bot with an enhanced look and feel. 1. Data-Driven Decisions: First, we looked at our data to map the user's first mile in Gainsight PX. This helped us understand where users found value and where they needed more direction and helped us consolidate all the needed information in one place.User experience maps We then identified where users deviated from the expected user flow using Funnels and Path Analyzer in PX. This helped us see the typical user path and measure our rate of expected action completion.  Insightful Duo : Funnels +

8745
JPKelliher
1 year ago
johntrask_bt
johntrask_btContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Events, Relationships, & JO

We are starting to use Events and I noticed that we can’t do a resolve/lookup to enrich the event against Relationship People, or at least I don’t think you can. What I would like to do is, get an event/webhook and do a resolve/lookup to the matching relationship and then have a JO trigger on that event and email the “Relationship People”. It looks like we can do a resolve/lookup to the relationship, but I am not seeing a way to include relationship people at the JO level.

260
johntrask_bt
1 year ago
C
cndukaContributor ⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Need Step By Step Instructions on how to achieve this in Gainsight

(Please don’t Comment with any answers that deviate from what I asked, Step by Step Instructions/Suggestions Only)  Existing Playbook Name: CSM - Quarterly Business ReviewRequirement: When the existing CTA w/ this assigned Playbook is closed, the system should auto-trigger a new CTA, of the same type/playbook, due 90 days later, and assign to the CSM on the account.

900
Prachidubey
1 year ago
JPKelliher
JPKelliherContributor ⭐️⭐️⭐️⭐️⭐️
posted in Product Experience (PX)
New Product Feature Ideas from the Gainsight PX Community

Have you ever had a thought that “I wish I could do this with Gainsight PX”, or “if this feature supported this one additional use case, it would save me 10, 15, 20 hours a week”?If you have, I want to welcome you to the POWER of the Gainsight Community. While I am of the mindset that I generally have 5 great ideas each day (haha), I am always humbled to find that someone else has already thought of it or is already doing it better than I. This is where the Gainsight Community becomes a great tool to help you when you encounter this maxim. 5 a day I tell you. (that someone else already thought of. 🤣)This Community is filled with users just like you and I who are looking for ways to improve our daily operations, engage with our clients, and better understand what they need from our applications. Here is a Pro-Tip on how to garner support for new features, product enhancements, and general ideas. Start with research. Every great idea has other great people like you who could benefit fro

760
anirbandutta
1 year ago
J
jrothContributor ⭐️⭐️
asked in Customer Success (CS)
NPS Survey Program Error Message: "update the source to include mandatory fields"

Hi! I’m trying to set up a program to distribute a survey but keep getting the attached error message. As you can see in the screenshot, there is a “recipient email address” field but Gainsight doesn’t seem to be recognizing it as such. Any idea what to do here? 

930
S
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
posted in Customer Communities (CC)
TIL: When Edit the Community Category Type, it resets the Permissions

This initially sent me into a temporary panic (id something change that undid all my permission settings with our categories?!), but luckily I was able to quickly self-diagnose. If you change the category type when you are editing a Community category, the permissions may change to the default for that type. Category Type options in Edit Category (Community module)Note: Ideation categories have been replaced by the Ideas module;this is a legacy Type that will likley be deprecated at some pointThis might only apply to the News category, which calls out some default permissions for that category. Which makes sense as to why any custom permissions would be reset to the News defaults if you switch to that type. Luckily, I hit cancel when I noticed this and then quickly identified what had caused it. Sharing to spread the word and populate in case others are panicking about this in the future. :) 

70
DannyPancratz
1 year ago
jessica_owens
jessica_owensHelper ⭐️
asked in Customer Success (CS)
How can I best visualize the results from a matrix type survey question in a report to be used on a dashboard?

How can I best visualize the results from a matrix type survey question in a report to be used on a dashboard?Below is a snapshot of a matrix question used in our survey. I’m trying to build dashboard reports for each survey question for CSMs to see overall responses from their customers. Creating a valuable view of responses to the matrix type question is proving to be challenging. Ideally, I’d like to see a report look like the snapshot below - where a total count of each response is listed for each “sub-question”. Then I want to be able to click on that number to view more detail (customer name, respondent name, response date, etc).Is this possible or a similar view possible? Any help would be appreciated!

970
E
1 year ago
V
veecampellContributor ⭐️
asked in Customer Success (CS)
Help with Historical Health Score Reporting/Dashboard

My team and I are trying to create a dashboard that shows historical changes in health scores and what measures caused the score to change. We are having a hard time filtering reports and simply want to know what went from:Green to Yellow Green to Red Yellow to Green Yellow to Red Red to Green Red to YellowWithin the last week or month. I was wondering if there is a template or some guidance we can be given to show scorecard changes per account from week to week and month to month.We were thinking of separate reports for each change, but are hoping there is a better way to display that information in a dashboard.Any help with steps would be much appreciated🙂

1730
saltamash
1 year ago
R
robert.svallinContributor ⭐️
asked in Customer Success (CS)
Dashboard, Widget from Query Builder not showing last week

I have created some query builder reports, highlighting different aspects of my application. I grouped these together into a dashboard. But it only shows the same week, currently it seems to be stuck at March 27th till April 2nd. The widgets are set to aggregate daily and show last week. If I click on the “Go to report” then it correctly shows last week as expected, and this works for each widget. But not when I group them into a dashboard. If I build a new dashboard from the widgets, the same happens.Any ideas on what I should try to get my dashboard to work?

520
R
1 year ago
DannyPancratz
DannyPancratzVIP ⭐️⭐️⭐️⭐️⭐️
asked in Customer Communities (CC)
What's the hidden phrase for the error message users see when editing isn't allowed?

related to my other question here:  Part of the issue is that users see an error message when trying to edit past their editing access. “Editing reply not allowed for current user” is what shows in a red error bar. I assume there’s a hidden phrase that corresponds to this and hope it can be shared so I (and others like me) can update it to add additional context (ex. Editing posts is not allowed after 60 minutes)This isn’t a phrase that can be edited from the front end Phrasing UI, as you have to be a non-admin in order to trigger the phrase. 

200
olimarrio
1 year ago
A
aoneillContributor ⭐️⭐️
asked in Customer Success (CS)
Filter Global Timeline entry by success plan timeline entries

Is it possible to be under global timeline and sort by Success Plan timeline entry only? I see the Tag SP but I can’t find a way to sort to only show Success Plan timeline entries.

200
A
1 year ago
roja_kode
roja_kodeHelper ⭐️
published in Customer Success (CS)
New Sightline Vault Solution “Executive Business Review” that will enable you to adopt a uniform process for conducting Executive Business Reviews.

We’ve launched a new solution in Sightline Vault that will enable your organization to conduct a well-defined Executive Business Review  and ensure that your team communicates uniformly about value delivered and move-forward plans.   This solution includes a Timeline Activity type, a Playbook, an Email Template, and automation business rules that make up the following workflow: CTA triggers with the steps to act on (in the form of Playbook) when it’s time for an Executive Business Review CSMs with up to 20 customers: quarterly CSMs with 20-100 customers: at least yearly CSM to log a Timeline activity with a Type of “EBR” If an EBR Timeline entry does not exist in the above time range, a Rule creates a CTA assigned to the CSM: “Overdue EBR”. The CSM can close the CTA when EBR is logged.  You can access the solution from Administration > Sightline Vault > Customer Success Plays > Executive Business Review. After you import the solution, you can modify the assets to

1630
A
1 year ago
Stuart
StuartHelper ⭐️⭐️
asked in Customer Success (CS)
Rule Engine - switching legacy bionic designs to horizon

Hey folks, I was wondering if in a future release Gainsight will be force-converting legacy bionic rules over to Horizon, or if there will be a tool made available to admins allowing the automatic conversion of a legacy rule to horizon?  It would be good to have the ability to convert legacy to horizon without needing to rekey the whole rule.Example use case would be multiple relationships where the basis of a rule between relationships is similar, but some changes would still be required.  I’d find it easier to make the changes in horizon than the legacy UI. 

740
rakesh
1 year ago
AngelaBrown
AngelaBrownGainsight Employee ⭐️
posted in Product Experience (PX)
PX+CS Trust Issues

Congratulations! 🎉 You’ve established PX<>CS connection and there is now valuable adoption data flowing from PX into CS. But how do you know the data is trustworthy? The robust capabilities of the PX and CS platforms allow users to slice and dice the data in various ways, which can result in what may appear as a discrepancy between metrics shown in PX and CS. Building the reports below will allow admins to compare “apples to apples” when validating PX data in CS and increase their confidence that the adoption metrics seen are accurate.  Before generating the following reports to compare data in PX and CS, it is important to first understand how data gets from PX to CS. Once every 24 hours, a job runs to load usage data from PX into CS. This raw data is loaded into CS with no manipulation or tampering. Therefore, as long as the appropriate reports are being compared with each other, admins can rest assured that the data from PX is identical in CS.  Verify Product MapIt is importa

3080
AngelaBrown
1 year ago
M
MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
Merged Accounts - Different External Account ID

Hi!How do we join External Account IDs when companies merge with another company?Thanks!

340
alizee
1 year ago
H
HarkContributor ⭐️
asked in Customer Success (CS)
Multiple CSM Managers

We have multiple CSM managers who have CSMs reporting to them. What is the best way or how can I configure Gainsight so managers can filter on their group of CSMs on Dashboards and other areas. In most areas the CSM filter options are All Users, Current User and Other User.

250
alizee
1 year ago
mmue
mmueContributor ⭐️⭐️⭐️
asked in Customer Communities (CC)
Can Custom Pages be set to publicly available, when the Community itself is private?

Hi Community,we’re currently setting up our Private Community and were wondering, if the Custom Page feature could be used as a general Langingpage, with info about the Community and Sign-Up process, which is publicly available.We were thinking about using te Custom Page a Landingpage, where we provide info about the Community and How to sign up. This page would need to be publicly available, so we selected Visible to: Unregistered / Not logged in. But when checking, if the page is visible in a private browser tab, it isn't.Is the public setting of the Community itself overruling the visibility settings of the CustomPage? And if so, is there a possibility to have a Landingpage with info about the Community which is publicly available, even though the community itself is private? Cheers,Marcel

530
mmue
1 year ago
esthertrapadoux
esthertrapadouxContributor ⭐️⭐️
asked in Customer Communities (CC)
InSided Page Galleries

Hi! Are there any swipe/inspo galleries somewhere in this community? I’d love to see/replicate how other are setting up InSided custom pages, pages, events, all the things. 😊

520
Vishwas Katti
1 year ago
MarisaDCraig
MarisaDCraigContributor ⭐️
asked in Customer Success (CS)
How to add Services Projects to Health Score

Hi all 👋 newbie admin here with a question on the Health ScoreContext:My company offers professional services to our customers (i.e. training, managed services, etc) and when they sign a new contract for a service, they open a “Project” in Salesforce to track it until completion.They then regularly update a “project status” field while it’s open to indicate how it's progressing with either a “Green”, “Yellow” or “Red” value. A customer can have either multiple, single or no projects at any given time. See the screenshot example for a single customer below who has multiple open and closed projectsMy CS team would like me to add a new group to the Health Score for “professional services” with a metric that considers the “project status” of the open projects. The ask: I’d love to get some feedback on the best way to implement this 🙏My thoughts on how to do thisI need to translate the categories of Green/Yellow/Red into a numerical score I think it could be Green = 100%, yellow = 50%, re

550
MarisaDCraig
1 year ago
M
MelissaCContributor ⭐️⭐️⭐️⭐️⭐️
asked in Customer Success (CS)
CSAT Surveys - Text

Are you able to add text to the Ratings or Boolean survey?Thanks!

240
aiprakash
1 year ago
kathleenkenny23
kathleenkenny23Gainsight Employee ⭐️⭐️
posted in Product Experience (PX)
Customer Insights for Better Product Decisions in 2023

Hello all you beautiful PX (and all Gainsight) people!  For those of you that missed it (or want to watch it again, and I certainly don’t blame you! 😘) -📹 Here is a recording ⬅of the PX Office Hours that I hosted this week on how Product teams (and organizations overall) need to👂🏻Listen to our existing customers to increase Retention. Why is this Mission Critical?📉In these difficult economic times it is critical to focus on retaining our existing customers.  Sales are slowing down, budgets are getting tighter, and a company’s CFO has “entered the chat”.  💰Growth at all Costs is OUT - Durability & Efficiency are in.  Profitability combined with Growth are in.  (Think SaaS Financial Ratio “Rule of 40”.📈According to Bain & Company  a 5% increase in Customer Retention can lead to up to a 95% in Profitability.   In this webinar, I talk about how to leverage 3 Listening Posts for Product teams to help increase Customer Retention.    Want to learn more?  Well what are you waiti

720
kathleenkenny23
1 year ago
A11ey
A11eyHelper ⭐️⭐️
posted in Customer Communities (CC)
Hiding non-Community Federated Search content sources on Community Home Page

I looked thru the documentation in the community, but did not find an answer so I thought I would share.  With Federated Search, I did not want external content to show on the drop down menu(image 1) but wanted to display it on the Search page (image 2).  My reasoning for this was to keep more people in the Community from their initial home page search, since we just migrated our old platform and launched our new community in Jan 2023, we were reaching new audiences, that were not familiar with our old Community.   After multiple conversations, we discovered this was a very simple fix.  Simply go to your Custom CSS and add the following line of code.  We just dropped it at the bottom. (granted if you are using something custom you may have to edit this to meet your needs).homepage-widget-container .algolia-search-container .algolia-hit-container div:not(:first-child) {    display: none;    }    Allison Fasching Director of Customer Community   1.913.221.6912  

340
Alistair FIeld
1 year ago
S
smorrisOPSContributor ⭐️
asked in Customer Success (CS)
Success Plan: Update of due date to affect dependent tasks

As the title states and related to a previous question posted here, is it not possible to have a Success Plan due date affect the dependent tasks and objectives? The function should work in the same way as changes to the due dates of parent CTAs affect the child objectives/tasks.

260
S
1 year ago
F
Fiona.auContributor ⭐️
asked in Customer Communities (CC)
Customize visibility of homepage widgets

I have an HTML widget that is public to anyone who visits the community home page.  I want to make it visible only to members who are logged into the community. It’d be even better if I could make it visible only to a specific user role. Is there a way to do this? 

621
DannyPancratz
1 year ago

Badges

Show all badges
Terms & ConditionsCookie settings